When talking to customers, your chosen words can make a big difference. Some phrases can make customers feel upset or unheard. To help you keep your customers happy, here are ten phrases you should never say.
1. I'm not sure.
When a customer asks a question, saying "I'm not sure" is not the best response. This phrase shows that you don't know the answer and might make the customer feel like you can't help them. Instead, try to find a better way to respond.
- Offer to find the answer: "Let me check on that for you."
- Offer a solution: "I think this might be the solution, but I need to double-check."
- Show willingness to help: "That's a great question. I'll find out for you."
It's important to avoid phrases that show helplessness and lack of competence. Always aim to provide a positive experience for the customer.
2. Let me check.
Saying "Let me check" can leave your customer feeling uncertain. This phrase is too vague and might make them wonder what's happening behind the scenes. It's important to be more specific to avoid causing anxiety or impatience.
Instead of just saying "Let me check," try to provide more details. For example, you could say, "I am going to verify this detail with our technical team to ensure we resolve your issue accurately." This sets clear expectations and gives the customer insight into the process.
Always strive to keep the customer updated on your actions to assist them. This fosters trust and demonstrates that you value their time.
Avoid using "Let me check" in isolation. It can make the customer feel like they're left in limbo, raising their stress levels unnecessarily.
3. I can't help you.
Telling a customer "I can't help you" is a major mistake in customer service. This phrase can make the customer feel abandoned and frustrated. It's important to avoid declining help without any context. Instead, try to offer an alternative solution or guide them to someone who can assist.
- Instead of saying "I can't help you," try saying, "I understand your concern, let me find someone who can assist you."
- Offer to escalate the issue to a higher authority if needed.
- Always show empathy and understanding towards the customer's situation.
When a customer hears "I can't help you," it can quickly diminish their trust and confidence in your service. Always aim to provide a helpful and positive response, even if you can't solve the problem directly.
4. Visit our Help Center instead.
Telling a customer to visit our Help Center can come across as dismissive, especially if they have already tried to solve the issue themselves. Rather than dismissing their concerns, agents should validate and reassure them. A more effective approach might be: "Thank you for bringing this to our attention. Our Help Center contains a detailed guide on this topic. Would you like me to help you locate the relevant information?" This approach guarantees you offer the needed support while maintaining an engaging and helpful interaction.
Moreover, offering to follow up after customers visit the Help Center can improve their experience and demonstrate a commitment to resolving their issues.
5. Calm down.
Telling a customer to "calm down" is like adding oil to a hot pan—it's explosive. This phrase can make the customer even angrier. Instead, let the customer speak out their frustrations. Listen to all they have to say and show empathy. Use phrases like "I understand..." or "I see..." to acknowledge their feelings.
When you empathize with the customer, you build a connection and show that you care about their feelings. This approach can help defuse the situation and lead to a more productive conversation.
6. You're mistaken.
Telling a customer "You're mistaken" or any variation like "You're wrong" or "That's incorrect" can be disastrous. This type of direct contradiction can make the customer defensive, possibly resulting in an argumentative or negative interaction.
Let's double-check the first rule of business. Yep. It's still "The customer is always right." Telling a customer that they are wrong is breaking the first commandment of good business.
It's crucial to avoid directly blaming the customer for any miscommunication or issue. Keep in mind that the customer may not be as familiar with the product or service as you are, which can make discussing the situation challenging for them.
7. I'm having a bad day.
We all have bad days. Negative events are a part of life, but it's crucial that customer service professionals never let customers know about them. Share your feelings with coworkers, friends, or family, but not with customers. Instead, focus on providing a positive experience for the customer, regardless of your personal situation.
8. We've never had this issue before.
Telling a customer, "We've never had this issue before," is not helpful. It can make the customer feel more worried because they think their problem is unique and harder to solve. Instead, try to reassure them that you will find a solution.
- Acknowledge the problem.
- Assure them you will investigate.
- Keep them updated on the progress.
It's important to make the customer feel heard and supported, even if the issue is new to you.
9. Let me call you back.
Telling a customer, "Let me call you back," can be very frustrating for them. No one likes to hang up and wait for a return call to solve their problem. If you need more time to research or talk to your team, be honest with the customer. Explain the situation and give them a clear idea of what to expect. Never surprise a customer with a sudden request to call them back.
- Be transparent about what you need to do.
- Give an estimated time for how long it will take.
- Offer to keep them on hold if possible.
Always aim to keep the customer informed and involved in the process. This shows respect for their time and patience.
10. I don't know.
When a customer hears "I don't know" from an agent, it can be very frustrating. It shows a lack of effort and can make the customer feel unimportant. Instead of saying "I don't know," agents should try to find the answer or direct the customer to someone who can help.
- Why it's bad: It makes the agent seem unhelpful and uninterested in solving the problem.
- What to say instead: "That's a great question! Let me find out for you."
Always aim to provide a path forward for the customer, even if you don't have the answer right away.
By avoiding "I don't know," agents can ensure they are providing high-quality customer service and prioritizing customer-centric etiquette.
Conclusion
In customer service, words matter more than you might think. The phrases you use can either build trust or create frustration. By avoiding the ten phrases we've discussed, you can ensure that your customers feel heard, respected, and valued. Remember, a positive interaction can turn a one-time customer into a loyal supporter. So, choose your words wisely and always aim to provide the best service possible.
One Contact Center
One Contact Center offers call center support and BPO services for small businesses, startups, and international brands. If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.
